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ICD 3.03a agent stuck in talking state after call disconnects

Agents in our call center are complaining about their agent desktop remaining in a "talking" state even after they hang up the phone with the caller. The server is also showing the user stuck in a talking state in real-time reporting. We have to log the user off and back on to clear it up. Occasionally the system thinks the user is still logged on even after logging off and back on. We have opened a TAC case as well. Any thoughts in the mean-time?

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Re: ICD 3.03a agent stuck in talking state after call disconnect

These are usually caused by one of the "unsupported actions/configurations" listed here:

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_0/english/admn_app/relnote/rel3_0_3.htm#1087413

But there are also other causes that require in depth trace analysis. The TAC engineer will be able to help you with the latter.

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